What you can ask

On a call, Zoe works from the same material it uses everywhere else: your organization's documents, your published skills, and the systems you have connected. Each phone line has its own selection of those, chosen when the line is set up, so a support line and a billing line can behave completely differently. Callers do not need to know any of it — they ask in plain language and Zoe works out which tool or procedure applies.

Questions Zoe answers

Zoe answers from the document repositories bound to the line and from the records it is allowed to read in your connected systems. If a skill — one of your organization's step-by-step procedures — matches what the caller is asking for, Zoe loads it and follows those steps rather than improvising.

Try phrasings like:

• "What's your return policy for damaged goods?"
• "How do I reset my password for the payroll system?"
• "What are the steps for onboarding a new contractor?"
• "Is there a known outage affecting the warehouse scanners?"

If nothing in the bound documents or systems covers the question, Zoe says so instead of inventing an answer.

Opening and updating tickets

Where the line allows changes, Zoe can create a ticket or request during the call, add a comment or work note to an existing one, and update fields such as status or assignment. Zoe collects the details it needs, tells you what it is about to do, and applies it only after you approve out loud — see Spoken approvals and Tickets and transfers.

Try phrasings like:

• "I need to open a ticket — the badge reader at the north door isn't working."
• "Add a note to that ticket: the vendor is coming Thursday morning."
• "Please put ticket 4821 on hold until I hear back from finance."
• "Log this as of right now, with the time I called."

Zoe knows the current date and time, so a caller can ask for the call time to be recorded without reading it out.

Checking status

Zoe can look up a record you name and read back where it stands, and search for recent ones when you do not have the number to hand.

• "What's the status of ticket 4821?"
• "Any updates on the incident I raised yesterday?"
• "Do I have anything still open under my account?"

Read-only lines are limited to exactly this — Zoe can look things up and explain them, but cannot change anything on that line.

When Zoe cannot help

Zoe stays inside the tools, skills, and repositories chosen for the line, and those limits are enforced on the server rather than left to Zoe's judgement. When a request falls outside them, Zoe says plainly that it cannot do that on this line, and then does the most useful next thing available: transferring the caller to a person when that line has destinations configured, or taking the details into a ticket so someone can follow up. Zoe will not guess at an answer, and it will not claim a change happened when it did not.

What Zoe can look up or change depends on your plan and on the systems connected in Connectors.